Crash when using specific printer model

[cxtech]

Hello,

I got an issue that the PDF-XChange Viewer crashes when trying to print, but only under these conditions:
- it only happens with a specific printer model
- it only happens with PDFs from a specific person (most PDFs from this person work, only a few lead to this error)
- with the Adobe Reader the printing works fine

The system is a Windows 2008 R2 Standard Server.
The PDF-XChange Viewer version is 2.5 Build 311.0.
I noticed that the PDF-XChange Editor is the successor of the Viewer, but I couldn't find out if the Editor is also available as free version.
I just need a free, slim, fast responsive PDF Viewer.

I tested the printing with these printer models:
Kyocera FS-4200DN: KX Driver 6.2.0827
Kyocera FS-4020DN: KX Driver 5.3.1025
Toshiba e-Studiio 530P: Toshiba Universal v2 XL 2.3.4.0

The error only happens with the FS-4200DN.

I got the following information from the Windows event log:

================================================

Protokollname: Application
Quelle: Windows Error Reporting
Datum: 12.11.2014 09:54:37
Ereignis-ID: 1001
Aufgabenkategorie:Keine
Ebene: Informationen
Schlüsselwörter:Klassisch
Benutzer: Nicht zutreffend
Computer: TS1.domain
Beschreibung:
Fehlerbucket , Typ 0
Ereignisname: APPCRASH
Antwort: Nicht verfügbar
CAB-Datei-ID: 0

Problemsignatur:
P1: PDFXCview.exe
P2: 2.5.311.0
P3: 544fc082
P4: KMUC628R.DLL
P5: 0.3.62.0
P6: 53fe65ef
P7: c000041d
P8: 0000000000033862
P9:
P10:

Angefügte Dateien:

Diese Dateien befinden sich möglicherweise hier:
C:\Users\administrator\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_PDFXCview.exe_66d7881d13308fc8b0c456ea62064e498373a68_2c66bbb7

Analysesymbol:
Es wird erneut nach einer Lösung gesucht: 0
Berichts-ID: 86cd52c0-6a49-11e4-9213-ae000a98ac81
Berichtstatus: 0
Ereignis-XML:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Windows Error Reporting" />
<EventID Qualifiers="0">1001</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2014-11-12T08:54:37.000000000Z" />
<EventRecordID>189723</EventRecordID>
<Channel>Application</Channel>
<Computer>TS1.domain</Computer>
<Security />
</System>
<EventData>
<Data>
</Data>
<Data>0</Data>
<Data>APPCRASH</Data>
<Data>Nicht verfügbar</Data>
<Data>0</Data>
<Data>PDFXCview.exe</Data>
<Data>2.5.311.0</Data>
<Data>544fc082</Data>
<Data>KMUC628R.DLL</Data>
<Data>0.3.62.0</Data>
<Data>53fe65ef</Data>
<Data>c000041d</Data>
<Data>0000000000033862</Data>
<Data>
</Data>
<Data>
</Data>
<Data>
</Data>
<Data>C:\Users\administrator\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_PDFXCview.exe_66d7881d13308fc8b0c456ea62064e498373a68_2c66bbb7</Data>
<Data>
</Data>
<Data>0</Data>
<Data>86cd52c0-6a49-11e4-9213-ae000a98ac81</Data>
<Data>0</Data>
</EventData>
</Event>

================================================

Protokollname: Application
Quelle: Application Error
Datum: 12.11.2014 09:54:36
Ereignis-ID: 1000
Aufgabenkategorie:(100)
Ebene: Fehler
Schlüsselwörter:Klassisch
Benutzer: Nicht zutreffend
Computer: TS1.domain
Beschreibung:
Name der fehlerhaften Anwendung: PDFXCview.exe, Version: 2.5.311.0, Zeitstempel: 0x544fc082
Name des fehlerhaften Moduls: KMUC628R.DLL, Version: 0.3.62.0, Zeitstempel: 0x53fe65ef
Ausnahmecode: 0xc000041d
Fehleroffset: 0x0000000000033862
ID des fehlerhaften Prozesses: 0x38e4
Startzeit der fehlerhaften Anwendung: 0x01cffe563170df90
Pfad der fehlerhaften Anwendung: C:\Program Files\Tracker Software\PDF Viewer\PDFXCview.exe
Pfad des fehlerhaften Moduls: C:\Windows\system32\spool\DRIVERS\x64\3\KMUC628R.DLL
Berichtskennung: 86cd52c0-6a49-11e4-9213-ae000a98ac81
Ereignis-XML:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2014-11-12T08:54:36.000000000Z" />
<EventRecordID>189722</EventRecordID>
<Channel>Application</Channel>
<Computer>TS1.domain</Computer>
<Security />
</System>
<EventData>
<Data>PDFXCview.exe</Data>
<Data>2.5.311.0</Data>
<Data>544fc082</Data>
<Data>KMUC628R.DLL</Data>
<Data>0.3.62.0</Data>
<Data>53fe65ef</Data>
<Data>c000041d</Data>
<Data>0000000000033862</Data>
<Data>38e4</Data>
<Data>01cffe563170df90</Data>
<Data>C:\Program Files\Tracker Software\PDF Viewer\PDFXCview.exe</Data>
<Data>C:\Windows\system32\spool\DRIVERS\x64\3\KMUC628R.DLL</Data>
<Data>86cd52c0-6a49-11e4-9213-ae000a98ac81</Data>
</EventData>
</Event>

================================================

Thanks for your help.

Mike

[Ivan - Tracker Software]

Can you please run Notepad (please note, you have to run 64-bit version of the notepad), press Ctrl + P, select the problematic printer from the list, and press "Preferences" button on the dialog.
I suspect that Notepad would be crashed too.
If yes, please report that issue to the printer's manufacturer.

[cxtech]

Hello Ivan,

thanks for your reply.
I just checked what happens when using notepad.exe, and opening the properties and also printing works fine.
I definetly used the 64-bit version. In the processes list in task manager the notepad.exe process had no *32 marker.
I cross checked it with the notepad.exe from the SysWOW64 folder which showed a *32, and opening the printer properties and printing works with both versions.
What can we do now?

[Will - Tracker Supp]

Hi cxtech,

Thanks for the info. - the Editor also available as a Free Version and should offer the same free functionality as the Viewer, and more. This can be downloaded via the link below, so please do give the Editor a try and let us know if the issue persists:
https://www.pdf-xchange.com/PDFXVE5.zip

Cheers,

[cxtech]

Hello,

sorry for my late reply. I just wanted to test the Editor for a few days to be sure it works and just forgot to give feedback.
So I just wanted to tell you: it works!
Thanks a lot for your help!

Regards, Mike

[Stefan - PDF-XChange]

Hello Mike,

Great to hear it works for you!

Enjoy using our products!
Stefan